Chapter 5
Listening
How We Listen
Hearing Physiological process Involuntary Process
Listening
The process of recognizing, understanding, and accurately interpreting messages
The Listening Process
Selecting
Attending (focus)
Understanding (interpreting)
Remembering (instant recall)
Responding (feedback)
Personal Listening Preferences
People-oriented listeners – relational listening
Action-oriented listeners – focused on tasks
Content-oriented listeners – critically examine information received
Time-oriented listeners – concerned with efficiency
Why We Listen –Based on situation
Meeting listening goals Informational listening –
to understand
Critical listening – evaluate information
Empathic listening – understand emotion
Appreciative listening - enjoyment
By the Numbers
85% of what we know we have learned through listening
7 out of every 10 minutes we are communicating with another human being
Humans generally listen at a 25% comprehension rate
Less than 2% of all professionals have had a formal training in listening
In a typical business day, we spend 45% of our time listening, 30% talking, 16% reading and 9% writing
We listen at 125-250 words per minute, but think at 1000-3000 words per minute.
Listening Challenges
Environmental factors
Hearing challenges
Multitasking
Listening Challenges
Boredom and overexcitement
Attitudes about listening Preference for talking Overconfidence and laziness Listening apprehension
Listening Challenges
Unethical Listening Behaviors Defensive Listening
Selective Listening Relational context often plays a
significant role
Selfish Listening
(Monopolistic Listening)
Characteristics of Supportive Listeners
- Spangle and Moorehead reading
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